FREQUENTLY ASKED QUESTIONS

I have a question about an order that I placed. Where is my order?


Upon finalizing your order, you will receive an order confirmation email which will include your order number. Once the order has shipped you will receive a second email that will include a tracking number. If you have placed an order and have not received a confirmation email, please email us at team@theplaylabny.com immediately so we can investigate this matter.




Can I cancel or make changes to my order?


We are unable to guarantee any changes made to a confirmed order, however, we will accept an order cancellation if we receive a cancellation before an item was shipped and within 24 hours after placing an order. In this case, we can issue a full refund (minus shipping fee). For all other returns, we issue store credit, no refunds will be made. We will issue a store credit as long as your product is in the original packaging and in a saleable condition. If the order has already been processed and/or shipped, please wait for the shipment to arrive, and initiate a return for the order in accordance with our store policy.




Do you offer any discounts for first time orders?


We do not offer any discounts for first time orders. All our current promotions can be found on the website.




Do you ship internationally?


Currently, we do not ship outside of the US. At this time, we also do not ship to Hawaii, Alaska, U.S. Virgin Islands or Puerto Rico.




Why am I being charged a shipping fee?


A shipping fee is being applied to all our orders. Check our shipping fees under shipping policies.




How long does it take to process and ship my order?


Please allow 3-7 business days to process and ship your order. After your shipment is picked up by the carrier it may be in transit for approximately 3-10 business days – depending on where the order is delivering and the shipping method.




How long does it take to process and ship my order?


Please allow 3-7 business days to process and ship your order. After your shipment is picked up by the carrier it may be in transit for approximately 3-10 business days – depending on where the order is delivering and the shipping method. Please note, due to higher order volume, orders may take 3-10 days to process and fill. Please order in advance! Due to nationwide carrier delays, orders may arrive later than anticipated. Please allow extra time for shipments to arrive.




An item I am interested in is not available on your website, is this available at your store?


We usually offer on our website the same items as available in the store. However, in this case, you may contact us at team@theplaylabny.com and provide a full description of what you are looking for – the more detail the better – and we will check if your item is available.




Do you offer gift wrapping?


We do offer gift wrapping for purchases in our store at The Play Lab. Unfortunately at this time we do not offer gift wrap or gift boxes for online purchases.